Analyze & manage the customer experience

To deliver an optimal customer experience, analysing the customer experience and optimising the touchpoints in the journey is a prerequisite. Every pain point must be addressed, every improvement opportunity tackled, and every best practice systematised.

Through dashboards, KPIs, and the exploitation of the voice of the customer, technological tools enable the management of this customer experience, strategic decision-making, and tracking its evolution.

Through the Eloquant Cloud Customer Experience platform, a true tool for managing the customer experience, you can manage the activity of your contact centre and improve your service quality. You leverage customer feedback to optimise their journey by identifying weak signals, and produce and monitor dashboards and KPIs to inform your strategic decisions.

Issues

Optimizing customer paths

Analysing the customer experience at each touchpoint helps identify friction points in the customer journey, facilitating the implementation of solutions for a smoother experience and predictive analysis of the customer experience.

Performance measurement and monitoring

The implementation of metrics is essential, both at call centre level (QoS, DMT, FCR, CES) and for customer satisfaction (NPS, CSAT, etc.), to identify areas that need improvement, continuously measure the effectiveness of deployed strategies, and assess their impact in real time.

Improving customer satisfaction

Managing the customer experience allows for the continuous identification and correction of friction points in the customer journey. A smoother and seamless experience reduces the risk of customer frustration and increases their level of satisfaction.

Competitive advantage

An optimal customer experience, stable and controlled service quality, and immediate responsiveness to any friction points are a strategic advantage for standing out from the competition and building a trust-based relationship with customers.

Continuous innovation

Continuous predictive analysis of the customer experience provides a better understanding of customer expectations, preferences, and behaviours. It aims to deliver a more personalised and tailored experience by fostering proactivity and innovation through the analysed insights.

Solutions

Omnichannel contact centre

Supervision and reporting

Quality monitoring

Satisfaction survey

Semantic AI

They use Eloquant

We support 320 customers and our solutions are deployed in 123 countries. Discover some of our achievements…

Assurances et Mutuelles

Mutuelle Nationale Territoriale (Groupe VyV)

Télécommunications

Bouygues Telecom Entreprises

ARaymond

When a global industrial company measures... customer AND employee satisfaction

Industry, Construction and Public Works

BDR Thermea

How BDR Thermea optimizes call management for optimum service quality!

Business Services, IT, Software publishing

Ivalua

When a Franco-American unicorn, a leading international Purchasing software publisher... optimizes its technical support management

Energy, Water, Environment, Industry, Construction and Public Works

Primagaz

How Primagaz optimizes call handling and customer service quality

Eloquant, your cloud Customer Experience platform

A unified and centralised platform to manage, orchestrate, measure and analyse conversations with your customers. Listen to the voice of your customers and take real-time action on satisfaction or dissatisfaction levers to improve your customers’ experience.

Omnichannel Contact Centre

Voice of the Customer / Satisfaction surveys

Case studies

Here are a few case studies!

Blog

Check out the latest Customer Relations news!

White papers

Download studies and analyses of the market and our solutions!

Are you intrigued? Need to know more before taking the plunge?